Hyper Island in Singapore has a feedback/complaints policy and procedure in place to manage any complaints from students that may arise. However, should the student not be satisified with the outcome of their complaint, there is a Dispute Resolution Process in place.
If your complaint remains unsolved or if you are not satisfied with the outcome, you may approach the CPE’s Student Services Centre (SSC) for help. Your complaint will be reviewed and you may be referred to the CPE Mediation-Arbitration Scheme.
- The CPE Mediation –Arbitration Scheme is jointly drawn up with the Singapore Mediation Centre (SMC) and the Singapore Institute of Arbitrators (SIArb) and is designed to provide students and private education institutions (PEI) with a quick and affordable way of resolving their disagreements. The Scheme follows a mediation-arbitration model of alternative dispute resolution procedure
- Disputes which can be referred to the CPE Mediation-Arbitration Scheme include unsatisfactory services provided by PEI’s, fee refunds, disciplinary issues and quality of courses and teachers
- If you wish to initiate the dispute resolution process, you will be required to fill up an application form at the SSC, stating the nature of your dispute. The application form will then be sent to SMC, who will contact you and the school within 7 working days for an appropriate date to hold the mediation session
- Before the day of mediation, the parties involved will exchange through the SMC a concise summary of the case, as well as copies of relevant documents referred to in the summary that the parties wish to rely on during mediation
- At the end of Day 1 of the mediation, if the parties are able to arrive at an agreement, the mediator will draw up a settlement agreement and close the case
- However if there is no settlement, you can decide if you wish to proceed to the arbitration stage, which is a paper based review of the dispute. The arbitrator may call for a hearing if he deems it to be necessary
- You will be required to submit a request to SIArb to commence arbitration, and within 14 working days of receiving the request, the PEI will submit to SIArd their defence. You have another 14 working days to submit your reply yo SIArb upon receiving the PEI’s defence
- For a documents only arbitration, the arbitrator will publish his arbitral award within 60 days from the commencement of arbitration, while if a hearing was held, the arbitrator will publish his award within 90 days from the commencement of the arbitration
Fees are chargeable to both the student and the PEI for the dispute resolution process. For more information on the fees involved, please contact the Student Administration Manager.